Date Received: 2018-03-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Company : XXXX [ Coinbase ] I have been an customer for XXXX XXXX XXXX XXXX for a while and since first week of XX/XX/XXXX my account is disabled and unable to access. My account has around 25,000 USD hard earned funds. I have made more than 20 customer service calls and opened a customer support Case # XXXX on XX/XX/XXXX. It's been one month now and no resolution and giving me mental torture with standard template message saying " '' Thank you for reaching out Coinbase Support! I apologize if this has been taken so much of your time. We have been receiving a high volume of escalation recently and we are trying are best to respond as fast as we can. '' '' Please help and one month is lot of time for any financial company to resolve customer high priority issue.
Company Response:
State: VA
Zip: 22180
Submitted Via: Web
Date Sent: 2018-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: I held $ XXXXusd with Coinbase.com I made a withdraw request to have the money deposited into my checking account via XXXX on XX/XX/XXXX the transaction showed " complete '' I never received my money from coinbase. I have made 7 attempts to contact coinbase and they have provided me with no answers. I have now read hundreds of complaints of customers dealing with this issue. I feel like there is some serious fraud according with coinbase.com I have Case ID : XXXX from coinbase
Company Response:
State: OR
Zip: 97502
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Other service problem
Subissue:
Consumer Complaint: Good day, My situation stands as such. I invest heavily in cryptocurrencies through an exchange called XXXX, owned by a U.S. based company called Coinbase, located in XXXX XXXX California. In early XX/XX/XXXX, Coinbase froze my investment account with all of my funds still in it. They did not offer a reason nor contact me in any way regarding this issue. When I attempted to log into my account I was told to contact Coinbase customer support. I immediately did so and was told that my account was frozen " pending review from a specialist ''. It has now been over 30 days since my account has been locked. I am unable to trade, I have no way of knowing if my funds are, in fact, still in my account and despite having called and emailed Coinbase on several occasion I have been given no time frame and still no reason why my account was frozen to begin with. Their answers have been incredibly generic and always basically repeats the same message, that a specialist is reviewing my account and I will be contacted when they have completed their review. My goal in filing this complaint is twofold. First, I'm looking to have Coinbase give me back my account ( which I will promptly close, transferring my funds to a safer exchange ), and second I would like to know if what they did was legal. Is it legal for a trading platform to hold a person 's capital for over 30 days without giving any clear reason as to why? thank you, XXXX XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Coinbase won't allow me to buy /sell or withdraw because i couldn't get though the ssn Identity Verification but im positive that every info i entered is correct. im trying to withdraw funds to my bank but it won't work. its saids i need to provide additional info to withdraw. coinbase already have my ID and infos every time i try to fill the additional info it it always say can not locate my ID and will locked me out for certain hours in order to try again I contacted coinbase numerous time with no luck. coinbase already approved my identity i sent all the document they needed. when i first register for coinbase eveything works fine i can buy/sell and withdraw small amount of funds after sometimes it won't let me do it anymore. please help and thank you.
Company Response:
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Issue : I made a money transfer to Coinbase , Inc. from my bank account, but it was never credited in my account. On XX/XX/XXXX, I made a SEPA payment from XXXX XXXX XXXX XXXX XXXX XXXX to the address/account specified by Coinbase : Recipient 's XXXX : XXXX Recipient Name : XXXX XXXX, XXXX. Bank Country : XXXX XXXX Name : XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX XXXX, XXXX Recipient Address : XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX / XXXX : XXXX However, this money has not been credited to my Coinbase account. I first contacted their customer support ( XXXX ) on XX/XX/XXXX. I received a generic response and emailed back on XX/XX/XXXX. On XX/XX/XXXX I received a slightly less generic response with suggested one action, which I undertook but it did not result in resolution. I have since emailed them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, and again on XX/XX/XXXX. On XX/XX/XXXX I received another email from Coinbase support, but it was clear that this was a generic message and they are not taking any action to find my missing money.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Other service problem
Subissue:
Consumer Complaint: I'm sure I am not the only one affected by this, but Coinbase ( virtual currency exchange ) had a glitch that incorrectly reflected the price of bitcoin cash XX/XX/2017. After my market order had been executed for {$5000.00} per coin, the company froze trading and the next day the price had been corrected to the normal price. The company says it is investigating insider trading but has made no effort to fix this with customers. I placed a ticket the day after and have spoken to support multiple times. They say they are overwhelmed with tickets and have assigned a specialist to review my case. A few days ago I found out my case had been closed with no resolution. I believe a severe case of market manipulation and should be investigated. I would like the money that I lost from this exchange refunded.
Company Response:
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2018-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: Hello, I used Coinbase application. On my Coinbase Account i had XXXX left, so i ordered to send them to my XXXX account on XX/XX/XXXX. I have never received the money on my account, so i sent them several emails to aware them. without any response. here is the information : Account : XXXX Coinbase account : XXXX Order : Send XXXX From Coinbase acount To XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thank you for your help, XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I have an account on Coinbase.com owned by Coinbase Inc. I transferred XXXX BTC into my coinbase BTC wallet on the date XX/XX/2017 checking the transaction on the block chain confirms the transaction has been done successfully using Address : XXXX XXXX XXXX XXXX but the BTC has not appeared on my account yet. I have filed a complaint ticket through coinbase support system Case # XXXX They have failed to resolve the issue as of today. On the phone they only let me know that this account has indeed been hacked. They have not given me any time frame as to when and how this issue will be resolve. Coinbase has put me on sever financial strain and stress over the past 2.5 months Regards, XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase, the digital currency exchange, has continued to neglect the crediting of BCH ( Bitcoin Cash ) after months of claiming the following to their customers in their BCH FAQ : What if I sent BCH to my Coinbase BTC wallet after the fork, but before Coinbase added support for Bitcoin Cash? Any BCH sent to your Coinbase account addresses has been credited to your new BCH wallet. The above scenario explains my situation. However, I have not been credited the BCH which was sent to my Coinbase address after the fork, but before Coinbase added support for Bitcoin Cash. I have had a support ticket open with Coinbase since XX/XX/17 for this specific issue. On XX/XX/17, Coinbase Support requested that I provide the Tx ID ( Transaction ID ) for the transaction, which I promptly provided. I have followed up with them three times since providing the transaction details and have not received an update other than " we're still working on this '' or " I still dont have an update for you, sorry! ''
Company Response:
State: CA
Zip: 90041
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/XXXX I had {$900.00} in my USD Wallet on Coinbase.com I made a purchase of XXXX BTC ( Bitcoin ), and was somehow charged a purchase AND a sell transaction. I never sold ANY bitcoin on the date in question, only purchased using funds that were already available in my USD Wallet. After informing Coinbase via a support ticket, I was informed a specialist would be assigned to look into the matter but have received no correspondence.
Company Response:
State: NJ
Zip: 072XX
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A